Capabilities for Self-Service, Assisted-Service, and Social Customer Service

Salesforce Service Cloud provides a broad and deep collection of customer service capabilities across self-service, assisted-service, and social customer service channels, earning an excellent evaluation. Read the specifics in our 50-page evaluation.

How Well Does Apple Pay’s Ecosystem Meet Consumers’ and Partners’ Critical Needs?

How viable is the Apple Pay ecosystem? Will all 15 categories of players required to support mobile payments play together nicely? Will all of these partners align to support consumers’ four critical moments of truth for mobile payments?

Delivering Answers and Solutions; Creating and Resolving Cases

Use this new version of our Framework for Evaluating Customer Service Software Products to produce actionable evaluations, comparisons, and selection. It’s adaptable to every type of customer service application.

How Well Does Apple Pay Meet Consumers’ Critical Needs?

Our preliminary Customers.com report card on the Apple Pay customer experience focuses on consumers’ four customer-critical moments of truth. Apple Pay Mobile E-Wallet earns grades from B+ in security to D in where you can use it.

Customer Service for Small and Growing Businesses

Desk.com, from Salesforce.com, provides case, account, and knowledge management capabilities across assisted-service, self-service, and social customer service channels for very-small, small, and mid-sized businesses. Read our evaluation in this report.

Callback Technology Can Give Customers Back the Time They Spend Waiting to Talk to You

We all hate waiting on hold. With automated callback technology, we may never have to again! But you have to make sure that you manage your implementation well so customers are never stuck waiting for a call that never comes.

Social Customer Service with Powerful Monitoring and Filtering, Deep Analysis, and Alert-Driven Customer Interaction

Clarabridge Analyze and Clarabridge Act monitor and analyze customer conversations on internal and social channels and provide mechanisms to interact with customers. Filtering, analysis, and classification are the strengths. Read our in-depth evaluation.

Why Your Customer Data Belongs in the Cloud and Why You Need to Control Jurisdiction

Companies of all sizes are taking advantage of cloud computing. A lot of customer information is hosted in clouds. But personally identifiable information needs to be housed in the customer’s home country. Customer clouds should be country-specific.

Customers want access to their information from anywhere and from any device. The best way to provide that access is via the cloud. By 2015, we predict that customer clouds will abound. Will you be ready?

Virtual Agents that Can Answer Complex Questions in Any Language

Alme (All me) is the virtual agent product from Next IT. Use Alme to deploy virtual agents on web and mobile channels. Its virtual agents can deliver answers in any language, can speak answers, and can integrate application data into their answers.

3Q2013 was a good quarter for customer service. Customer growth and financial performance were up. Product activity was light. Four companies expanded into new markets. Moxie and Salesforce.com earned Customer Service Stars for 3Q2013.

Policy Makers Insisted on a Customer-Unfriendly Workflow

The long-awaited U.S. government Federal health insurance exchange, healthcare.gov, went live on October 1, 2013 and quickly proved impossible to use. Would-be customers were subjected to long delays. Here’s why.

Built-In Social Monitoring, Analysis, and Interaction

Oracle Service Cloud Social Experience provides social customer service by monitoring and analyzing social posts and interacting with social posters. Social Experience is an integral component of Oracle Service Cloud in packaging, pricing, and functionality. See the details in the full report.